Limitations and considerations - Attendant Console for Microsoft Teams
Below is an overview of the limitations and considerations that apply to the Attendant Console for Microsoft Teams.
Limitations and considerations
| Use case | Remark |
|---|---|
| For first few seconds of a new call, the caller and Attendant cannot hear each other. |
The behavior is caused by the technical creation/setup of the centralized queue-call (a conference) in the Microsoft Teams network. This can take between 2-5 seconds to get fully established with end-to-end audio to both participants. AnywhereNow provides an option so you can alleviate this issue by activating a ringback tone, effectively covering the silence until the attendant joins the queue. This option can be activated in the Admin portal.
|
| Missing notification for incoming queue call if the Attendant window is not active inside Teams | Teams App limitation. Select "Pop out app" to open Attendant in a separate window. Roadmap item to add support for joined queues with call distribution. Then the notifications will appear in the Teams app |
| Conference Calls not supported | |
| DTMF not supported for outbound calls | Limitation of Microsoft Cloud Communications API for group calls |
| Park Call not supported | Limitation of Microsoft Cloud Communications API |
| Consultative transfer of anonymous calls not possible |
When using Teams set up with Direct Routing to the PSTN we are not able to perform a consultative transfer when handling an anonymous call. A case is submitted (mid 2024) with Microsoft to get this addressed. |
Note
Attendant user must not configure Call answering rules or Delegation. This configuration can interfere with the Attendant functionality.
Direct (blind) transfer scenarios
| Direct transfer from Attendant for Teams to … | ||||
|---|---|---|---|---|
| Destination | Microsoft calling plan | Direct routing | Operator Connect | Remark |
| Teams user | + | + | + | Default action when transferring a call |
| PSTN number | +* | + | + | *Outbound Attendant queue must have a Domestic or International calling plan license |
| A second Attendant | + | + | + | |
| Attendant queue† | + | + | + | †Requires the E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) PSTN number to be entered for the destination Limitation: transfer button is not shown, create a personal/group contact to select queue as destination from the Contact List |
| Phone System Auto Attendant† | + | + | + | |
| Phone System Queue† | + | + | + | |
Consultative (warm/attended) transfer scenarios
| Consultative transfer from Attendant for Teams to … | ||||
|---|---|---|---|---|
| Destination | Microsoft calling plan | Direct routing | Operator Connect | Remark |
| Teams user | + | + | + | Default action when transferring a call |
| PSTN number | +* | + | + | *Outbound Attendant queue must have a Domestic or International calling plan license |
| A second Attendant | + | + | + | Note: once the transfer is accepted the attendant receiving the call must answer it in Conversations (F2) |
| Attendant queue† | – | – | – | †Limitation of Microsoft Cloud Communications API
(Feature request is outstanding with Microsoft).
Message "This operation is not possible" is displayed |
| Phone System Auto Attendant† | – | – | – | |
| Phone System Queue† | – | – | – | |
| Teams user forwarded to Teams Voicemail† | – | – | – | |
Direct Outbound New call scenarios
| New calls outbound from Attendant for Teams to … | ||||
|---|---|---|---|---|
| Destination | Microsoft calling plan | Direct routing | Operator Connect | Remark |
| Teams user | + | + | + | Default action when transferring a call |
| PSTN number | +* | + | + | *Outbound Attendant queue must have a Domestic or International calling plan license |
| A second Attendant | + | + | + | Note: once the transfer is accepted the attendant receiving the call must answer it in Conversations (F2) |
| Attendant queue† | – | – | – | †Limitation of Microsoft Cloud Communications API
(Feature request is outstanding with Microsoft).
Message "This operation is not possible" is displayed |
| Phone System Auto Attendant† | – | – | – | |
| Phone System Queue† | – | – | – | |
| Teams user forwarded to Teams Voicemail† | – | – | – | |